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Fred625ax's avatar
Fred625ax
Reel Rookie
3 years ago
Solved

Apple TV+ subtitles disappearing

My wife is a hearing-impaired viewer trying to watch Apple TV+ programming on a Roku Express (model 3930x) using hearing aids and SUBTITLES. Regardless of which program we watch on Apple TV+, the SU...
app feature
  • RokuKariza-D's avatar
    RokuKariza-D
    3 years ago

    Hey Fred625ax 

    Thanks for reaching out here in the Community!

    Does the subtitle issue only occur on Apple TV+ or across other channels installed on your Roku device?

    If you haven't tried yet, you can remove the affected channel and then re-install it. To ensure the process is successful, restart your device before adding the channel back in. We would recommend doing this from the Settings menu by navigating to Settings > System > Power (If you do not see a Power submenu, skip to the next step.) > System restart.

    For detailed instructions, refer to this Support link: How do I resolve channel playback issues?

    Let us know if there's any difference after.


    All the best,
    Kariza

RokuKariza-D's avatar
RokuKariza-D
Retired Moderator
3 years ago

Hey Fred625ax 

Thanks for reaching out here in the Community!

Does the subtitle issue only occur on Apple TV+ or across other channels installed on your Roku device?

If you haven't tried yet, you can remove the affected channel and then re-install it. To ensure the process is successful, restart your device before adding the channel back in. We would recommend doing this from the Settings menu by navigating to Settings > System > Power (If you do not see a Power submenu, skip to the next step.) > System restart.

For detailed instructions, refer to this Support link: How do I resolve channel playback issues?

Let us know if there's any difference after.


All the best,
Kariza

  • Fred625ax's avatar
    Fred625ax
    Reel Rookie
    3 years ago

    Thank you for your reply Kariza. I will try your suggestions and see if they resolve the issue.

    The subtitles only disappear when using the Apple TV+ channel/app. Subtitles still seem to work fine on all other channels (Netflix, Prime Video, etc).

    Note - We just recently started a 3-month trial subscription to Apple TV+, which is when we started noticing the problem.

    • RokuKariza-D's avatar
      RokuKariza-D
      Retired Moderator
      3 years ago

      Fred625ax 

      Thanks for the response.

      The troubleshooting above should resolve the issue you are experiencing, however, if the issue is still unresolved, please reply back and we will be able to assist you further.

      We'll keep an eye out for your reply.


      All the best,
      Kariza

      • Fred625ax's avatar
        Fred625ax
        Reel Rookie
        3 years ago

        I deleted the Apple TV+ channel, restarted the Roku, and re-installed the channel, as recommended.

        It did indeed seem to solve the subtitle problem. Hopefully permanently ðŸ™‚

        Thank you again for the help.